Strategi Komunikasi Customer Relationship Management PT. Lion Mentari Airlines dalam Membangun Citra Perusahaan (Studi Deskriptif Kualitatif di Bandara Internasional Kualanamu)

Abstract

PT Lion Mentari Airlines is a low cost carrier company based in Jakarta. PT Lion Mentari Airlines has several airline names including Lion Air, Batik Air, Malindo Air, Wings Air and Thai Lion Air as airline names used for regular flights. Until now PT.Lion Mentari Airlines is able to reach all of Indonesia, even to the remote island though. In addition, PT Lion Mentari Airlines did not escape the deficiencies, namely frequent flight delays resulting in the decline of the company's own image. The purpose of this study is to know how the strategy of Customer Relationship Management PT Lion Mentari Airlines in building corporate image. This research uses qualitative method, where the respondent is supervisor, customer relationship management petugas of PT Lion Mentari Airlines, and Lion Air customer. The strategy undertaken by Customer Relationship Management PT Lion Mentari Airlines in building the image of the company, among others, identify problems that occur, meet customer needs, prepare information, and provide solutions. And find the right communicator as message sender to reach the positive responses.